Continuous Customer and Employee Engagement

@donbunch

Continuous Customer Engagement

Employee Engagement -Create a Smarter Workforce

Systems of Engagement

**

*ENGAGMENT TO GROW THE BUSINESS

The results of focusing on Systems of Engagement that provide

Exceptional Digital Experience

30%higher rating for web

self-service than help

desk

Increased customer satisfaction

30%increase in referral

rates

60%increase in online

sales conversion

Improved win rates

85%sales conversion rate

when used as web

tools

62%of customers didn’t

need to call for

assistance

Increased operational efficiency

2xincrease in

self-service

transactions

61%faster service delivery

to new customers

Faster time to market

Develop and bring new

products to market in

1/3 the time

3

4

RELEVANT: Deliver what they need now,

informed with analytics,

consistent across channels

COMPELLING: Entertaining, interactive,

informative, trusted

FLEXIBLE:Adapt to organization’s evolving

needs

EMPOWERING:Personalized, seamless, provide

the resources and expertise they

want

Content

rich Media

Mgmt

Social and

UCCMobile

Analytics

Optimize

Integration

CloudCommerce

Marketing

Mgmt Portal

Personalize

Targeting

What does it mean to be exceptional

Business Patterns

EXCEPTIONAL EMPLOYEE ENGAGEMENT

Social Intranet - Digital IBMer

Prudential Social Intranet

Align to Our Talent Mindset

Delight our associates

as business consumers

Evolve to a robust

business solution

Cemex SHIFT Social Intranet

Better customer

service

Improved

employee

productivity

Enhanced

collaboration

10

“OZONE” Social Sales Dashboard

Education Proposal

Application Process

Pacific Life - “PRIME”Agent & Financial Advisor

Chanel Social Intranet Vision

Taco Bell Intranet

iPad App replaces 700 page training manual

Secure Role Based Intranet Solution

KFC Intranet

Secure Role Based Intranet Solution

UPSers.com Global Intranet

400K Employees

200 Countries

6.5m Page views

94% Management per m

40% Drivers per m

250 Global Content Authors

EXCEPTIONAL CUSTOMER ENGAGEMENT

Customer engagement: on-going relationships across touch

points and channels17

Contact Center

Self Service

Store/Branch/Location

Maintenance/Repair

Face-to-Face

Kiosk

Social

Mobile

Consumer

Business Citizen

Exceptional Digital Experience

Reduced

cost of providing a

consistent brand

image

Differentiated brand

image and

experience

to more than

1,000,000customers

High End Sporting EventDynamic Content

400m Pages view

1.5m iPad Downloads

50m Mobile Interactions

100 tweets per second

Self Service Citizen Government

Role Based, Self Service HealthCare Extranet

Self Service HealthCare Extranet

Self Service HealthCare Extranet

High End Transactional

System of Engagement - Surgeons

Secure, Role

Based

platform

Event Experience – Social + Digital + Cloud

Government Site – USDA & Subdivisions

Animal and

Plant Health

Inspection

Service

Food Safety

and

Inspection

Service

Dynamic Web Content Solution

Powerful End User Navigational Models

Internationalization

Dynamically Displays in English & ArabicReads Left to Right and Right to Left

IBM ExperienceOneCustomer engagement solutions

System of Engagement

GO-TO destination for cycling

enthusiasts

Expertise Competitive

Differentiator

Up to 20% higher conversion from the

learning center compared to

other referrers

Performance Bicycle boosts conversion with an

online learning center

300%increase in traffic to the learning

center in first four months

34

Commerce Site

Video

Web Content Mgmt

System of Engagement

Multi-channel marketing, commerce and

self-service platform (B2C and B2B)

EDISONSouthern

California

Smarter Commerce

ExperienceOne– Claro Perú Telecom: Smarter services

94% In campaign development

launch time from days to hours

80%Projected in marketing costs as

a result of increase in

automated campaign

Double Volume Of customer information

available for marketing

programs through consolidated

data capture

ExperienceOne– Banca Carige Innovative mobile services

24/7 service ensuring round-the-clock

availability

for its digital channels

EUR 800 m generates gross operating

income

Customer Centricity key competitive differentiator for

the bank

An integrated brand portfolio approach

Customer Experience Suite

Delight customers and partners, increase

revenue and satisfaction

Employee Experience Suite

Empower employees and

improve business efficiency

Investment focus area

“One IBM” for marketing

buyer

Persuasive Content

Leadership

Cloud

Portal Forms Web Content Management Social Mobile

Commerce Social ECM Analytics EMM Collaboration BPM

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* Gartner Magic Quadrant for Horizontal Portals, 24 September 2012. Gartner does not endorse any vendor, product or service depicted in its research publications, and does not advise technology users to select only those vendors with the highest

ratings. Gartner research publications consist of the opinions of Gartner's research organization and should not be construed as statements of fact. Gartner disclaims all warranties, expressed or implied, with respect to this research, including any

warranties of merchantability or fitness for a particular purpose

Global Clients

Leaders choose IBM based on our

track record

8,000+Internet and customer-

facing customers

300M+named users from top

customers

65%of the most influential CMOs

use IBM Social Business

solutions

85%of Fortune 100

global banks

6 of top 7retailers in the U.S.

8 of top 9automotive

companies

5 of top 7global insurance

companies

Positioned in Leaders

Quadrant for Horizontal

Portals* by Gartner for 11

years in a row

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